Senior Technical Support Engineer

Build your future with Sovos.

If you're seeking a career where innovation meets impact, you've come to the right place. As a global leader, Sovos is transforming tax compliance from a business requirement to a force for growth while revolutionizing how businesses navigate the ever-changing regulatory landscape.

At Sovos, we're dedicated to more than just solving compliance challenges – we're committed to making a positive and lasting difference in everything we do. Our teams operate on the modern edge of digital technology, working not only to solve complex business challenges but also to enrich our personal, professional, and local communities.

Our purpose-built systems provide the tools you need to thrive in a world where governments demand increased visibility, faster reporting and greater control over business processes. Excited about the possibilities? So are we!

Don't worry if you don't check all the boxes – apply anyway! We're focused on hiring the right people, not just the "right" resume. It's not about what you've done elsewhere; it's all about what you're capable of doing here.

The Work You'll Do:

As a Senior Technical Support Engineer, you will act as a product expert with advanced technical capabilities, bridging the gap between customer support and product development teams. This specialized role combines deep Sovos product knowledge with software engineering principles to resolve the most challenging technical issues and contribute to product stability and evolution. You will serve as both a technical escalation point and a product advocate, driving improvements that enhance the customer experience while reducing technical debt.

More specifically, you will:

• Handle escalated, complex technical support cases that require deep product knowledge and advanced troubleshooting skills
• Document all customer interactions, issues, and resolutions in the support ticketing system
• Investigate and resolve highly complex technical issues that require code-level understanding and engineering principles
• Perform in-depth analysis of product architecture, APIs, databases, and integration points to troubleshoot advanced customer problems
• Create and maintain technical documentation focused on system architecture, integration patterns, and advanced troubleshooting methodologies
• Leverage AI-powered tools to enhance diagnostics, automate troubleshooting processes, and accelerate issue resolution
• Develop custom scripts, tools, and utilities to diagnose issues and implement workarounds
• Participate in product development cycles, including feature planning, beta testing, and release validation
• Conduct code reviews and contribute fixes for customer-impacting issues in collaboration with the engineering team
• Design and implement data migration strategies and complex customer configurations
• Lead technical discovery sessions with customers to understand requirements and provide implementation guidance
• Analyze system performance issues and provide optimization recommendations
• Build and maintain testing environments that mirror customer implementations for advanced troubleshooting
• Develop proof-of-concept solutions for complex customer use cases
• Provide technical consultation on enterprise-level implementations and custom integrations
• Create and deliver advanced technical training for internal teams and key customers
• Contribute to on-call rotations and provide guidance during critical incidents

What We Need From You

• 2+ years of experience in technical support or software engineering, preferably in the SaaS industry
• Proficiency in at least one programming language relevant to the product stack (e.g., JavaScript, Python, Java, C#)
• Strong understanding of databases, SQL, API design, and integration patterns
• Experience with software development methodologies and version control systems (Git)
• Advanced knowledge of web technologies, frameworks, and cloud infrastructure (AWS, Azure, GCP)
• Understanding of networking concepts, security principles, and authentication protocols
• Ability to read and understand code bases to determine root causes of issues
• Experience with performance tuning, debugging, and optimization techniques
• Familiarity with AI-powered diagnostic and support tools and a willingness to integrate them into your workflow
• Strong analytical skills with the ability to break down complex technical problems systematically
• Excellence in technical documentation with the ability to explain complex concepts clearly
• Customer-focused mindset balanced with engineering discipline and best practices
• Excellent project management skills with the ability to manage multiple high-complexity cases simultaneously
• Demonstrated success in cross-functional collaboration between support, product, and engineering teams
• Self-motivated with the ability to work independently while also collaborating effectively with team members
• Time management skills to balance multiple support cases with varying priorities
• Adaptability to changing requirements and evolving software capabilities
• Due to client contractual obligations, the successful candidate will be asked to clear a background check and drug test upon hire

What Does Sovos Offer You?

The tools to enhance your life - because we want you to enjoy your life outside of work and inside!

• Flexible Time-Off
• Comprehensive Health, Dental and Vision benefits
• 401(k) with employee sponsored match
• Bi-Weekly Meeting Free Days
• Mentoring Programs
• Globally recognized Training and Development programs
• Tuition Reimbursement, Time off to Volunteer, Charitable Giving Match, and more!

Sovos is an equal opportunity employer committed to providing an environment that celebrates diversity and where equal employment opportunities are available to all applicants and employees. We do not discriminate against race, color, religions, national origin, age, sex, marital status, physical or mental disability, veteran status, gender identity, sexual orientation, or any other characteristic provided by law. At Sovos, all employees are encouraged to bring their whole selves to work.

Company Background

Sovos is a global provider of tax, compliance and trust solutions and services that enable businesses to navigate an increasingly regulated world with true confidence. Purpose-built for always-on compliance capabilities, our scalable IT-driven solutions meet the demands of an evolving and complex global regulatory landscape. Sovos' cloud-based software platform provides an unparalleled level of integration with business applications and government compliance processes.

More than 100,000 customers in 100+ countries – including half the Fortune 500 – trust Sovos for their compliance needs. Sovos annually processes more than three billion transactions across 19,000 global tax jurisdictions. Bolstered by a robust partner program more than 400 strong, Sovos brings to bear an unrivaled global network for companies across industries and geographies. Founded in 1979, Sovos has operations across the Americas and Europe, and is owned by Hg and TA Associates. For more information visit http://www.sovos.com and follow us on LinkedIn and Twitter.